Art.com Relies on Tealeaf for Picture Perfect Online Customer Experience |
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By: Tealeaf Posted: 2007-08-27 15:40:18 |
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Tealeaf(R), the leader in online Customer Experience Management (CEM), today announced that Art.com, Inc., providing customers around the world with the largest selection of wall decor, is relying on the Tealeaf CX (TM) suite to improve its online customer experiences. With Tealeaf, Art.com is able to identify customer experience obstacles, quantify the business impact of these issues, and reduce the time spent diagnosing and resolving them. Using Tealeaf, Art.com gains powerful visibility into their customers' experience helping them understand why issues are happening. As a result, the company has improved their overall conversion rates, with one resolved obstacle alone during a promotional time period recouping $25,000.
Tealeaf provides Art.com with KPI (key performance indicator) reporting metrics of critical processes and customers, real-time alerts if customer abandonment rates spike, and the ability to drill-down into individual customer session details. Before deploying Tealeaf, Art.com lacked visibility into the success or failure of individual customers and processes, and had a difficult task determining if site obstacles were deterring customers, understanding why they were occurring and quantifying the potential business effect of these otherwise unrecognized issues. "Our traditional web analytic product provided lots of data, but nothing was actionable. Tealeaf, on the other hand, allows us to continually discover big wins," said Michael Marston, vice president of eCommerce and Product Management, Art.com. "Now, we are constantly finding areas of our sites to tweak and improve. Tealeaf is delivering astounding business benefits." Tealeaf has allowed the company to evolve from hypothesizing about negative trends to quickly identifying, diagnosing and fixing real problems. For example, Tealeaf notified Art.com during a drop in checkout conversation rates when the help desk was receiving complaints related to a coupon. Tealeaf enabled Art.com to see that the customers were experiencing improper activation processing on the coupon, resolve the issue, and recover the otherwise lost sales, equating to $25,000 in revenue per day during the promotion's time period. In addition, Art.com was able to identify the specific customers impacted and send them new incentives to purchase. "As one of the most popular sites on the web, Art.com demonstrates that even the most successful companies need to take a closer look a their customers' online experience or risk losing revenue," said Geoff Galat, vice president of marketing and product strategy, Tealeaf. "Using Tealeaf, Art.com is able to reclaim those customers they would have lost to small, but influential, online issues and maintain loyal online patrons." About Art.com, Inc. Art.com, Inc. opened its virtual doors in 1995, and over that time, has helped over 4 million customers with decorating their walls. Over the years, Art.com, Inc. has expanded to include three core brands: Art.com, AllPosters.com, and Poster.de, with operations in the United States and in Europe, and with over 500 employees worldwide. These three brands collectively service a broad spectrum of consumers, helping decorate homes, offices, apartments and bedrooms all over the world. About Tealeaf Tealeaf is the leading provider of online customer experience management solutions. Tealeaf's CX family of solutions provides unprecedented enterprise-wide visibility into every user's unique online interactions. This "360-degree view" of the online customer experience enables a clear and consistent understanding of the customer for Ebusiness, IT, customer service and legal and compliance executives and their organizations across a wide range of vertical industries including retail, banking, travel, insurance, telecommunications, pharmaceutical and transportation. Founded in 1999, Tealeaf is headquartered in San Francisco, California, and is privately-held. For more information, visit http://www.tealeaf.com. (C) Copyright 2007 TeaLeaf Technology, Inc. All rights reserved. Tealeaf products and services mentioned herein are the registered or unregistered trademarks and service marks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged. |
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